Re-center your efforts on what the customer really wants.

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You want to curate a winning customer experience and you clearly have made efforts to ensure this. However, your responses indicate that there are still some areas in which you can improve. While your business is doing better than most, it is not yet a top-tier CX company. Now is the time to shore up your efforts, prioritize your customers, and stop giving your competitors an easy edge. 

Leadership, core values, employees, and customers: these are the key inputs that guide the very best CX companies. If you want your business to flourish, make an honest assessment of these four items. If you aren’t sure about any of them, or aren’t sure what a customer might say, you’ve identified a weak point. These are areas that will need continual improvement—as soon as you get complacent, you cede the area to your rivals. And if you aren’t sure whether or not you are a CX company, you can be sure that customers will flock to the businesses that are willing to take up this mantle.

Is your leadership team pushing to evolve and break ahead of the pack? Have you codified your core values? How well is your company currently reflecting these values? Are your employees aware of the plan? Are your employees engaged in the plan? Do you consider how your customers will interact with every component of your organization? These are not questions simply meant to spur some sort of growth, they are meant to keep you from going out of business.

To learn more about the actionable principles of customer-centricity, take a free look inside the new book, Built to Win: Designing a Customer-Centric Culture That Drives Value for Your Business from CX expert Annette Franz. If you would like to learn more about Annette and her experience and philosophy, pick up your copy of the book today. For information on working with Annette, reach out here.

For a collection of Annette’s latest customer-centric thoughts and insights, check out her media page.